Todd O'Brien
Phoenix,United States
Summary
Experienced IT Technician with over a decade of expertise in technical support and troubleshooting. Adept at diagnosing and resolving complex issues. With over 10 years of exceptional customer service experience, demonstrating a commitment to delivering outstanding support.
Overview
12
12
years of professional experience
Work History
Support Engineer
The Intersect Group
Phoenix, United States
03.2023 - Current
- Provide technical support and troubleshooting services
- Collaborate with other teams to identify and resolve technical challenges
- Actively participate in the development and implementation of IT projects
- Leverage specialized knowledge of Microsoft Office, various Windows OS, and Active Directory to enhance system performance and user satisfaction
- Diagnose and resolve issues efficiently to minimize downtime and boost productivity.
- Supported Microsoft 365 environment
- Assisted in the implementation of security policies according to best practices.
- Documented all activities performed in accordance with procedures established by IT department.
- Participated in regular meetings with management regarding project status updates.
Desktop Support Technician
Mercy Health Systtem
Janesville, United States
05.2019 - 03.2023
- Offering technical assistance and resolving issues related to computer systems and software
- Hardware and software installation, configuration, and maintenance
- Providing prompt and efficient support to end users, ensuring excellent customer service
- Managing user accounts and maintaining data security
- Collaborated with the team to successfully implement IT projects and initiatives
- Contributed to the overall organizational success
- Travelled to and supported over 10 clinics and hospitals within the healthcare system.
- Resolved customer service requests in a timely manner according to established SLAs.
- Upgraded existing hardware components according to specifications provided by vendors.
- Tested new products prior to their release into production environment.
Advanced Repair Technician
Geek Squad/Best Buy
Rockford, United States
10.2012 - 05.2019
- Diagnosed and repaired hardware components, such as motherboards and hard drives
- Trained and coached new customer service representatives on best practices and customer service standards
- Collaborated with teammates to resolve customer issues in a timely and effective manner
- Handled customer complaints calmly and professionally, resolving customer issues in a timely manner
- Installed software, updates, and hardware.
Education
High School Diploma -
Penn Foster Career School
Scranton, PASkills
- Active Directory
- Technical Support
- Troubleshooting and diagnostics
- System Administration
- Technical Documentation
- Hardware Repair
- Windows Server
- Asset Management
- Windows 10
- User Support
- Remote assistance
- Web Security
- Incident Management
- Hardware and software installation
Timeline
Support Engineer
The Intersect Group
03.2023 - Current
Desktop Support Technician
Mercy Health Systtem
05.2019 - 03.2023
Advanced Repair Technician
Geek Squad/Best Buy
10.2012 - 05.2019
High School Diploma -
Penn Foster Career School
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